We are sorry for the issues some residents are experiencing with their waste collections. Report a missed bin here.

Message about our waste collection services

We'd like to apologise to all residents who are experiencing problems with our waste collection service at the moment, as a result of route changes put in place by our contractor.

Folkestone and Hythe District Council logo

We expected some teething problems just due to the sheer number of properties affected by the route changes and had asked you to bear with us while the changeover took place.

However, the changes are taking longer than expected to bed in which means that the normally excellent levels of collection services aren't being met for a large number of households. This just isn't good enough and we apologise to all residents affected.

Please be assured that waste crews on the ground are working extremely hard to collect missed bins and ensure the service gets back to normal as soon as possible.

If your collection is delayed please leave your bins out and we'll get to you as soon as we can. Where possible, please secure your rubbish so that it doesn't get blown away.

Thanks once again for your patience and understanding.

The following letter has been written by our contractor Veolia in response to the disruption to waste services:

Dear resident,

We're sorry for the disruption to your waste services. We are writing to apologise for the inconvenience caused to you by the recent disruption to
your recycling and waste collection services.

Collection services across Folkestone and Hythe have been changed to make them more efficient with more streamlined collection routes helping the Council protect valuable resources that can be used to deliver other vital services.

The new rounds are also greener, reducing vehicle movements and introducing new cleaner Euro 6 vehicles which reduce emissions.

The change to services is a major undertaking with crews learning new routes and using new vehicles and technology. However, we realise that the ongoing level of disruption has been unacceptable and apologise to those residents whose service has been affected.

We would like to reassure you that we are working hard to put these issues right so that the service can return to its usual high standard as soon as possible.

We have deployed additional teams and vehicles to help return collections to schedule and we are monitoring the ongoing performance of the service closely to ensure that we address problems quickly.

If your bin is missed, please continue to leave it out and we will return to collect it as soon as we can. We would like to thank you for your patience, as we make this change to create a greener and more sustainable service.

Our commitment to the communities we operate in goes beyond the environmental services we provide to include local recruitment, training and apprenticeships, environmental education support for schools and funding for sustainable projects that are important to people living in the area.

Once the service is operating as it should we look forward to working with the Council and local communities to play our part in helping Folkestone and Hythe become a greener and more sustainable place to live.

Kind regards,

Veolia's recycling and waste team

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